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In Customer Experience Management, renownedconsultant and marketing thinker Bernd Schmitt follows up on hisgroundbreaking book Experiential Marketing by introducing anew and visionary approach to marketing called customer experiencemanagement (CEM). In this book, Schmitt demonstrates how to put hisCEM framework to work in any organization to spur growth, increaserevenues, and transform the image of your company and its brands.From retail buying to telephone orders, from marketingcommunications to online shopping, every customer touch-pointoffers companies an opportunity to maximize the…mehr

Produktbeschreibung
In Customer Experience Management, renownedconsultant and marketing thinker Bernd Schmitt follows up on hisgroundbreaking book Experiential Marketing by introducing anew and visionary approach to marketing called customer experiencemanagement (CEM). In this book, Schmitt demonstrates how to put hisCEM framework to work in any organization to spur growth, increaserevenues, and transform the image of your company and its brands.From retail buying to telephone orders, from marketingcommunications to online shopping, every customer touch-pointoffers companies an opportunity to maximize the customer experienceand establish a bond that will never be broken. Customer Experience Management introduces thefive-step CEM process, a comprehensive tool for connecting withcustomers at every touch-point. This revolutionary marketing guideprovides cases of successful CEM implementations in a wide varietyof consumer and B2B industries, including pharmaceuticals,electronics, beauty and cosmetics, telecommunications, beverages,financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, andanyone who wants to drive growth, increase income, and spurorganizational change, Customer Experience Managementdemonstrates the power of collecting truly relevant customerinformation, developing and implementing winning strategies, andmeasuring their results.
  • Produktdetails
  • Verlag: John Wiley & Sons
  • Seitenzahl: 256
  • Erscheinungstermin: 05.07.2010
  • Englisch
  • ISBN-13: 9780470930441
  • Artikelnr.: 37300553
Autorenporträt
Bernd Schmitt is Professor of Marketing at Columbia Business School and the Executive Director of the Center on Global Brand Leadership. As a consultant and CEO of the EX Group, he has worked with companies worldwide, including Sony, Ford, Procter & Gamble, DuPont, and IBM.
Inhaltsangabe
Chapter 1. Taking the Customer Seriously-Finally.
Chapter 2. An Overview of the CEM Framework.

Chapter 3. Analyzing the Experiential World of the Customer.

Chapter 4. Building the Experiential Platform.

Chapter 5. Designing the Brand Experience.

Chapter 6. Structuring the Customer Interface.

Chapter 7. Engaging in Continuous Innovation.

Chapter 8. Delivering a Seamlessly Integrated Customer Experience.

Chapter 9. Organizing for Customer Experience Management.

Notes.

Index.
Rezensionen
"...demonstrates the power of collecting truly relevant customer information..." ( Managing Information , January/February 2004)